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Complaint Handling In Law Firms

  • Datalaw Admin
  • Mar 11, 2019
  • 0 comment(s)

A complaint could be a difficulty or a concern. It could also mean a charge or accusation made by one person against another. All practices are required to have a process for responding to the client’s complaint as provided in the first chapter of the solicitor's code of conduct 2011.

From the customers’ point of view, clients are confused most times about Law firm complaint handling. It can be frustrating when you have issues, worse when you do not know what to do with it. Truth be told, many suffer intimidation from their lawyer's cause of this. They are trained and paid to do that after all. Should one keep quiet being a victim of this or be afraid to speak? Certainly not!

Everyone has a right to expect good service from their providers and to have things go right when wrong. Generally, when complaints are handled properly, they serve as feedback and give the opportunity to public bodies in improving their reputations and the services they render. There are principles of good complaints handling.

Solicitors Regulation Authority (SRA) principles regulating the conducts of lawyers and their employees are summed up as follows:

·         The rule of law must be upheld and justice should be administered properly.

·         You must always act with integrity.

·         You must never compromise your independence.

·         You must always act in the best interest of your clients.

·         Proper standard of service must be given to your clients always.

·         You must be well behaved.

·         You should run your business or carry out your role in business effectively and in accordance to laid down financial and risk management principles.

·         You should always encourage equity of opportunity and diversity when you do business.

·         You must protect client money and assets.

SRA Code of Conduct:

SRA Code of Conduct regulates the conducts of solicitors and their employees. It is divided into five sections which are:

·         You and your clients

·         You and your business

·         You and your regulator

·         You and others

·         Applications, waivers and interpretations

Good complaints handling principles are:

·         Visibility: where and how to make a complaint should be well publicized to clients.

·         Ease of Access: The act of making a complaint should be simple and easy to access.

·         Customer focused: law firm complaints handling should be committed to effective complaint handling and should value feedbacks through complaints.

·         Responsiveness

·         Being open and accountable

·         Remedy: a remedy should be provided for upheld complaints.

·         Acting in all fairness and proportionately: complaints should be approached and treated in an unbiased, equitable and objective manner. Complaints handling process are made fair and reasonable through this.

·         Confidentiality: information about the complainant should be kept confidential.

·         Continuous improvements: complaints ensure continuous improvement of any firm or organization.

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